Refund and Return Policy
Orders through TCGplayer Direct
Making adjustments or canceling your order before it has shipped
Incorrect Address Input at Checkout
Refunding orders damaged during shipping
Refunding delivered sealed products
Refunding Listings with Photos
Orders through TCGplayer Direct
Every order you place through TCGplayer Direct is fully protected by our TCGplayer Safeguard. That means 100% coverage in case anything goes wrong. The policies outlined in the following sections also apply to Direct orders. The difference is you will work directly with our Customer Service team for support on Direct orders. Contact our Customer Service Team if you have any questions or issues with your order. You must reach out no later than 30 calendar days after the estimated delivery date to be eligible for a refund, regardless of issue type.
Making adjustments or canceling your order before it has shipped
If you need a change made to your order you should contact the seller as soon as possible after placing the order to try to have them adjust or cancel it before the order has shipped. Usually there is at least a 12-hour window after the order is placed to try to adjust some items, ask to combine shipping costs from multiple orders to the same marketplace seller or to cancel your order in its entirety. However, there is no guarantee that you will be able to reach the seller before the order has shipped.
Incorrect Address Input at Checkout
During the checkout process, your address is displayed twice to confirm that the shipping location is correct. If after checkout you realize that your address was input incorrectly, or if you utilized the incorrect saved address, you must reach out to the seller as soon as possible to request adjusting your address (as mentioned in the Making adjustments or canceling your order before it has shipped section above).
If your address was input incorrectly and you do not contact the seller before your order has been marked as shipped to provide an updated address, you are not eligible for a refund. You will need to make arrangements with your post office to reroute delivery, or you will need to contact someone at the address that you provided to locate the order. There are no exceptions to this policy.
Buyer’s Remorse
Buyer’s remorse, characterized by changing your mind about a purchase after placing an order, does not qualify for a return or refund. We encourage our customers to carefully review all product details and specifications before making a purchase to ensure satisfaction.
If your decision to return a product does not stem from buyer's remorse but rather issues like damage in transit, condition issues, or receiving an incorrect product, please contact the seller for assistance per the sections below.
Please note that refunds and returns are not offered for products that change in price after purchase. TCGplayer operates as an open market, which allows sellers to set their own prices for cards. As part of an open marketplace, sellers can not request further payment or issue a refund when the market price of a product increases, nor can they refund in the case of a market price going down.
Unauthorized Returns
At TCGplayer, we are committed to ensuring that your shopping experience is seamless and enjoyable. To help us uphold these standards, we kindly ask that you follow our designated return process. This section outlines our policy regarding returns that are sent back without prior communication and approval from sellers on our platform or our team, depending on the order type.
Writing "Return to Sender" on a package or refusing a package to send it back without first contacting the seller does not qualify you for a refund. To be eligible for a refund, an item must be returned in accordance with our approved return procedures, which require initiating contact with the seller to discuss issues with the order and receive authorization for the return. Sellers must authorize the return of an order before you send it back.
Exceptions to Unauthorized Returns:
The only exceptions to this policy are if the package is returned by the post office as undeliverable, if additional postage was due, or if the package was addressed to someone else. Please approach each situation according to the guidelines below:
- In cases where a package is marked undeliverable by the post office, please contact the seller to let them know it was not delivered and the status based on your tracking (if applicable).
- Customers are allowed to refuse a package due to postage due. If you would prefer to keep the package in this situation, you can pay the postage due, get a receipt for the payment, and contact the seller for reimbursement. Reimbursement will be provided as a partial refund on your order for the postage due amount.
- If you receive a package addressed to someone else sent by TCGplayer or one of our marketplace sellers, please contact our customer service team to let us know. These packages can be marked “Return to Sender” to ensure they get returned to the seller. If you receive an order that isn’t yours and don’t work with us to resolve the issue, you may lose access to your account.
Refunding Missing Orders
If your order has not arrived by the estimated delivery date, you should contact the seller by accessing your Order History and selecting the “Contact Seller” button next to the associated order.
To be eligible for a refund on a missing order you must:
- Contact the seller after the estimated delivery date has passed to request a refund
- Reach out no later than 30 calendar days after the estimated delivery date
Once you reach out to the seller, they have 2 business days (Monday - Friday, excluding holidays) to respond to your request. If you do not receive a response after 2 business days, you can escalate to TCGplayer Customer Service for assistance in resolution.
TCGplayer Customer Service may step in to help resolve issues if:
- A seller has not responded to the buyer in the required timeframe
- A seller and buyer can not reach a resolution on an issue
- There is no valid tracking information available
- A seller provides valid tracking and tracking status shows a delivered status
Products listed under pre-sale status are excluded from this policy until after the release date and they are marked as shipped with an estimated delivery date applied.
Refunding orders damaged during shipping
If you receive an order that is damaged during shipping, please do not open the package and contact the seller as soon as possible. They should provide you with a refund with the return of the package. If you open the package, the seller may opt to provide a partial refund only for products that have been damaged.
Please note that sealed products that are opened by the customer are not eligible for a refund. There are no exceptions to this policy.
Refunding delivered singles
Due to the volatile nature of the singles market, our sellers do not accept returns on single cards. However, there are three exceptions to this policy:
- The condition of singles received do not match what was ordered
- Received singles are incorrect (wrong set, wrong printing, wrong card)
- Ordered singles are missing from the package
If you experience any of these issues, you should contact the seller by accessing your Order History and selecting the “Contact Seller” button next to the associated order.
To be eligible for a refund or replacement of singles with one of the above-described problems you must:
- Contact the seller as soon as possible after the order has arrived to request a refund or replacement
- Reach out no later than 30 calendar days after the estimated delivery date
Once you reach out to the seller, they have 2 business days (Monday - Friday, excluding holidays) to respond to your request. If you do not receive a response after 2 business days, you can escalate to TCGplayer Customer Service for assistance in resolution.
In these situations, sellers can take the following steps to resolve a problem with singles.
Condition Issues
If a single does not match the condition ordered, sellers have three options for resolution:
- Option 1: A seller can opt to provide a partial refund based on the difference between the condition of the card ordered vs the card that was received. The buyer and seller must come to an agreement on the partial refund amount. TCGplayer recommends a partial refund of around 10% per condition step (ex: a NM card that is received as MP would receive a 20% refund)
- Option 2: A seller can offer a reshipment of the card if they have one in the correct condition in their inventory. They must also send a prepaid shipping method to the buyer for return of the product with the incorrect condition for the impacted singles. This can be provided as a shipping label or self-addressed envelope package shipped to the buyer. The seller is responsible for the return shipping costs.
- Option 3: If the seller does not offer a partial refund and does not have a replacement card to send, they must send a prepaid shipping method to the buyer for return of the product for a full refund for the impacted singles. This can be provided as a shipping label or self-addressed envelope package shipped to the buyer. The seller is responsible for the return shipping costs.
Please note: marketplace sellers cannot require buyers to share images of cards with a condition issue as a prerequisite for resolving issues. The buyer and seller must come to an agreement on a resolution before proceeding with processing a return or refund. If the buyer and seller are unable to reach an agreement for resolution, it is recommended to escalate to TCGplayer Customer Service.
Wrong Cards
If a single received as part of an order is the incorrect set, version, etc, sellers have two options for resolution:
- Option 1: A seller can opt to provide a partial refund based on the difference between the price of the received card and the ordered card if the buyer wishes to keep the incorrect card. The buyer and seller must come to an agreement on the partial refund amount. Sellers who send an incorrect card that is more expensive than the ordered card may not charge a buyer an additional fee to keep the card if they wish.
- Option 2: If the seller has the correct card in their inventory, they can offer to send it as a replacement. The customer must confirm this is the option they want before the seller ships the replacement card. If the seller would like the incorrect card returned, they must also send a prepaid shipping method to the buyer for return of the incorrect product. This can be provided as a shipping label or self-addressed package shipped to the buyer. The seller is responsible for the return shipping costs.
- Option 3: The seller can request a return of the wrong card and provide a full refund for impacted cards. If the seller would like the incorrect card returned, they must send a prepaid shipping method to the buyer for return of the incorrect product. This can be provided as a shipping label or self-addressed envelope package shipped to the buyer. The seller is responsible for the return shipping costs.
Please note: marketplace sellers cannot require buyers to share images of incorrect cards received as a prerequisite for resolving issues. The buyer and seller must come to an agreement on a resolution before proceeding with processing a return or refund. If the buyer and seller are unable to reach an agreement for resolution, it is recommended to escalate to TCGplayer Customer Service.
Missing Cards
If a single is missing from an order, sellers have two options for resolution:
- Option 1: If the seller has the missing card in their inventory, they should offer to reship the card to the customer.
- Option 2: If a seller no longer has the missing card in their inventory, they can opt to provide a refund for the missing card. They must refund the cost for that card completely.
Please note: marketplace sellers cannot require buyers to share images orders received as a prerequisite for resolving issues. The buyer and seller must come to an agreement on a resolution before proceeding with processing a return or refund. If the buyer and seller are unable to reach an agreement for resolution, it is recommended to escalate to TCGplayer Customer Service.
TCGplayer Customer Service may step in to help resolve issues if:
- A seller has not responded to the buyer in the required timeframe
- A seller and buyer can not reach a resolution on an issue
- There is no valid tracking information available
- A seller provides valid tracking and tracking status shows a delivered status
Products listed under pre-sale status are excluded from this policy until after the release date and they are marked as shipped with an estimated delivery date applied.
Refunding delivered unopened sealed products
If you would like to return any unopened factory-sealed merchandise after receiving it, for any reason, contact the seller as soon as possible within 30 calendar days of the estimated delivery date. Once you are given approval for the return, return the merchandise in the same condition it was sent, and they will refund your purchase price, less the shipping charges. If the return is being made due to a mistake on the seller’s part, the seller is responsible for sending the buyer a pre-paid, trackable parcel to return the merchandise. However, if an item was sent to you sealed (for example, a sealed starter deck) and you opened the item, that item cannot be returned. There are no exceptions to this policy.
Counterfeit Claims
It’s essential that the cards you’re receiving through the TCGplayer Marketplace are genuine. As players and collectors ourselves, we want everyone to enjoy their favorite games without worry. You are always 100% protected by our TCGplayer Safeguard. When you work with our customer service team, we’ll ensure you receive a full refund for any counterfeit cards.
If you feel you may have received a counterfeit card from an order through TCGplayer, contact our dedicated customer service here to report it within 30 calendar days of the Estimated Delivery Date. When messaging our team, make sure to provide us with the order details for the suspected counterfeit. We’ll send you a prepaid mailer that you can use to send the item to TCGplayer HQ. Our expert team will review the card to determine if it is indeed counterfeit through a series of tests. If it is a counterfeit, we’ll work directly with the seller to resolve this issue.
Refunding Listings with Photos
Sellers have the option to list products on our marketplace with photos, custom titles, and custom descriptions, which are referred to as Listings with Photos. If a Listing with Photos order you received matches the photos, title, and description shown by the seller on the TCGplayer Marketplace, the seller does not have to accept returns on those products.
To be eligible for a refund or replacement of Listings with Photos orders due to an issue with the received products, you must:
- Contact the seller as soon as possible after the order has arrived to request a refund or replacement
- Reach out no later than 30 calendar days after the estimated delivery date
If you are given approval for the return, return the merchandise in the same condition it was sent, and they will refund your purchase price less the shipping charges. If the return is being made due to a mistake on the seller’s part, the seller is responsible for sending the buyer a pre-paid, trackable parcel to return the merchandise.
If the condition of the cards you received does not match the product description created by the seller or you received different or fewer items than the seller advertised in their Listing with Photos product description, it is the responsibility of the seller to provide the correct items. If the seller cannot provide the items advertised, they will need to work with you to resolve the order issue. This can include a return of all of the items for a full refund once the seller receives them or a partial refund for the missing items. You must contact the seller within 30 calendar days of the Estimated Delivery Date to address any issues with a Listings with Photos order. If they do not get back to you, you’re welcome to escalate the issue to our Customer Service Team.
Refunding Bulk Lots
If the Bulk Lot you received matches the photos, title and description shown by the seller on the TCGplayer Marketplace, the seller does not have to accept returns on those products. Keep in mind that many Bulk Lots offered by sellers on the TCGplayer Marketplace will be randomized so there’s no guarantee on what you will receive. Bulk lots are sold “as is” and what is received by the customer must match the listing information.
To be eligible for a refund or replacement of Bulk Lots orders due to an issue with the received products, you must:
- Contact the seller as soon as possible after the order has arrived to request a refund or replacement
- Reach out no later than 30 calendar days after the estimated delivery date
If you are given approval for the return, return the merchandise in the same condition it was sent, and they will refund your purchase price, less the shipping charges. If the return is being made due to a mistake on the seller’s part, the seller is responsible for sending the buyer a pre-paid, trackable parcel to return the merchandise.
If the condition of the cards you received does not match the product description created by the seller or you received different or fewer items than the seller advertised in their Bulk Lots product description, it is the responsibility of the seller to provide the correct items. If the seller cannot provide the items advertised, they will need to work with you to resolve the order issue. This can include a return of all of the items for a full refund once the seller receives them or a partial refund for the missing items. Contact the seller within 30 calendar days of the Estimated Delivery Date. If they do not get back to you, you’re welcome to escalate the issue to our Customer Service Team.
Escalated issue with a seller
At TCGplayer you can shop knowing that you are protected from any issue where your order has not arrived or is not as described. Please see our TCGplayer Safeguard for further details. If during the course of your communication with the Seller you feel that you would like TCGplayer to be involved in helping resolve the issue, you can send an email to our Customer Service Team. We will make every effort to ensure you are satisfied with your shopping experience. TCGplayer customer service has the final say on all refunds and exchanges.
Change Log
- 3/11/24 - Added "Refunding Missing Orders" section.
- 7/16/24 - Updated timeframe for reporting all issues to within 30 days of estimated delivery date. Updated resolution information.
- 9/23/24 - Updated policies for buyer's remorse, wrong addresses, unauthorized returns, listings with photos, bulk lots, and clarified previously updated language.